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Description
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score reveals that US banks’ brand promises aren’t resonating and CX has declined. What’s going wrong, and which banks are getting it right?
Key takeaways:
- Get an overview of Forrester’s US banking Total Experience Score, which measures how well a brand’s promise resonates with both customers and noncustomers ֫— via Forrester’s Brand Experience Index (BX Index™) — and how customers feel about their actual interactions with the brand — through Forrester’s Customer Experience Index (CX Index™).
- Learn which US direct and multichannel banks are providing the best brand and customer experience and earning the most trust.
- Discover the keys to total experience leadership for US banks to win over prospects and to better serve and retain existing customers.
Target audience level: all levels
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